Apparatus and method for ensuring a real-time connection between users and selected service provider using voice mail

ABSTRACT

A method and apparatus are described for ensuring a real-time connection between users and selected service providers using voice mail. The system enables seekers of a wide array of services to select, contact, converse, and pay for a service provider using a communications device such as the telephone. A seeker locates a service provider by providing the name of a profession, which is recognized by the system&#39;s software. Once a service provider is selected, the system connects the seeker with the service provider for a live conversation. However, during service provider unavailability, the system enables the seeker to leave a voice mail message for the service provider and reconnects the user and service provider once the message is reviewed by the service provider. The system automatically bills the seeker for the time spent conversing with the service provider and compensates the service provider.

CLAIM OF PRIORITY

This application is a continuation application of U.S. patentapplication Ser. No. 11/927,534, filed on Oct. 29, 2007, which is acontinuation application of U.S. patent application Ser. No. 10/611,050,filed on Jul. 1, 2003 and now U.S. Pat. No. 7,289,612, which is acontinuation application of U.S. patent application Ser. No. 09/947,591,filed on Sep. 5, 2001, now U.S. Pat. No. 6,704,403.

FIELD OF THE INVENTION

The invention relates generally to providing users with serviceproviders in a field of service desired by the user. In particular, theinvention relates to a method and apparatus for ensuring a real-timeconnection between users and selected service provider using voice mail.

BACKGROUND OF THE INVENTION

Consumers interested in acquiring services must first identify a serviceprovider who is capable of providing the required services. At present,this usually means perusing a telephone directory, which can becomefrustrating and time-consuming if the service providers telephoned arenot immediately available. In addition, a simple telephone call does notenable the service provider to charge a fee according to the time spentwith his/her customers.

Systems now exist that enable providers of services to charge fees forthe time spent delivering the service. 1-900 phone numbers will chargethe seeker of services according to the time spent receiving the serviceand will transfer this payment, or a portion of it, to the provider.

Each 1-900 number, however, has a very narrow scope—“Hear yourHoroscope,” for instance. If a seeker would like to hear an entirelydifferent service—“Your Local Weather,” for instance—he/she would haveto dial a completely different 1-900 number. Similarly, each 1-900number is quite rigid in the price, quality, and specificity of itsservice.

However, current systems now exist that enable seekers to locate serviceproviders according to a wide range of price, quality and specificity ofservice (U.S. application Ser. No. 09/414,710). Such systems also makeis possible for the service provider and buyer to be connected andcommunicate in real time. Unfortunately, a real-time communicationsconnection is not always established between service seekers and serviceproviders. Service provider unavailability is a primary cause forfailure to establish the real-time communication link with the user.

Therefore, there remains a need to overcome one or more of thelimitations in the above described existing art which are satisfied bythe inventive structure and method described hereinafter.

SUMMARY OF THE INVENTION

The present invention overcomes the problems in the existing artdescribed above by providing a method and apparatus for ensuring areal-time connection between users and selected service provider usingvoice mail. The present invention is a system through which seekers of awide array of services can select, contact, converse, and pay for aservice provider using a real-time communications device such as thetelephone. The invention enables the service seeker to locate a serviceprovider by communicating the name of a profession, such as“psychiatrist,” which is recognized by the system's software. In asimilar fashion, the seeker can then specify a price range, qualityrating, language, and keyword descriptors of the service provider.Within the desired parameters, the system offers service providers whohave made themselves available to render services at the present time.

Once the appropriate available service provider is selected, the systemautomatically connects the service seeker with the service provider fora live conversation. However, in the event of service providerunavailability, the system enables a service seeker to leave a voicemail message for the selected service provider. Consequently, the systemcan facilitate a real-time communications link between the serviceseeker and service provider in response to review of the voice mail bythe service provider. The system automatically bills the service seekerfor the time spent conversing with the service provider and compensatesthe service provider accordingly.

Advantages of the invention include providing users with the capabilityto engage in a live conversation with a selected service provider via atelephone. Contrary to prior systems, requiring an internet connectionand browser to receive such services, the equivalent is now provided bya simple voice transmission medium such as the telephone. As a result,virtually anyone can benefit from the capabilities provided by thepresent invention. The system also allows providers of a field ofservice to be compensated for supplying their expertise to a user. Inaddition, the system facilitates a real-time communications connectionbetween a service seeker and a selected service provider once theservice provider becomes available following an initial unavailability.

BRIEF DESCRIPTION OF THE DRAWINGS

The present invention is illustrated by way of example, and not by wayof limitation, in the figures of the accompanying drawings and in which:

FIG. 1 depicts a block diagram illustrating a system in which a serviceprovider system, in accordance with the present invention, may beimplemented;

FIG. 2 is a block diagram further illustrating the service providersystem as shown in FIG. 2;

FIG. 3 depicts a web page, including a list of fields of service fromwhich service providers can be selected for live conversations inaccordance with a further embodiment of the present invention;

FIG. 4 depicts a web page presented to a service provider desiringinclusion in a service provider database of the present invention inaccordance with a further embodiment of the present invention;

FIG. 5 depicts a web page illustrating a user interface screen presentedto a user desiring to select a service provider in accordance with anembodiment of the present invention;

FIG. 6 depicts a web page illustrating a user message screen presentedto a user when the service provider system fails to establish aconnection with a selected service provider in accordance with a furtherembodiment of the present invention;

FIG. 7 depicts a web page illustrating a service provider voice mailreview screen presented to a service provider after missing an attemptedconnection with a user in accordance with a further embodiment of thepresent invention;

FIG. 8 depicts a flow chart illustrating a method for ensuring aconnection between a user and a selected service provider in accordancewith an embodiment of the present invention;

FIG. 9 depicts a flow chart illustrating a method used by a serviceprovider desiring inclusion in the service provider database inaccordance with a further embodiment of the present invention;

FIG. 10 depicts a flow chart illustrating a method for billing a userand compensating a service provider following a live conversation inaccordance with a further embodiment of the present invention;

FIG. 11 depicts a flow chart illustrating a method for connecting a userdesiring a service provider to the service provider system in accordancewith a further embodiment of the present invention;

FIG. 12 depicts an additional method for receiving a quality rating froma user regarding services provided by a service provider in accordancewith a further embodiment of the present invention; and

FIG. 13 depicts an additional method for ensuring the establishment of areal-time communications link for providing a live conversation betweena user and a selected service provider in accordance with a furtherembodiment of the present invention.

DETAILED DESCRIPTION

The present invention overcomes the problems in the existing artdescribed above by providing a method and apparatus for ensuring areal-time connection between users and selected service provider usingvoice mail. In the following description, for the purposes ofexplanation, numerous specific details are set forth in order to providea thorough understanding of the present invention. It will be apparent,however, to one skilled in the art that the present invention may bepracticed without some of these specific details. In addition, thefollowing description provides examples, and the accompanying drawingsshow various examples for the purposes of illustration. However, theseexamples should not be construed in a limiting sense as they are merelyintended to provide examples of the present invention rather than toprovide an exhaustive list of all possible implementations of thepresent invention. In other instances, well-known structures and devicesare shown in block diagram form in order to avoid obscuring the detailsof the present invention.

In an embodiment, the steps of the present invention are embodied inmachine-executable instructions. The instructions can be used to cause ageneral-purpose or special-purpose processor that is programmed with theinstructions to perform the steps of the present invention.Alternatively, the steps of the present invention might be performed byspecific hardware components that contain hardwired logic for performingthe steps, or by any combination of programmed computer components andcustom hardware components.

The present invention may be provided as a computer program productwhich may include a machine-readable medium having stored thereoninstructions which may be used to program a computer (or otherelectronic devices) to perform a process according to the presentinvention. The machine-readable medium may include, but is not limitedto, floppy diskettes, optical disks, CD-ROMs, and magneto-optical disks,ROMs, RAMs, EPROMs, EEPROMs, magnetic or optical cards, flash memory, orother type of media/machine-readable medium suitable for storingelectronic instructions. Moreover, the present invention may also bedownloaded as a computer program product, wherein the program may betransferred from a remote computer (e.g., a server) to a requestingcomputer (e.g., a client) by way of data signals embodied in a carrierwave or other propagation medium via a communication link (e.g., a modemor network connection).

System Architecture

FIG. 1 depicts one embodiment of a service provider system architecture100 in which the systems and methods of the present invention may beincorporated. The service provider system 100 includes one or moreservice seeker computers 120 (120-1, . . . , 120-N) connected through anetwork 400 (such as an Intranet, an Extranet, a LAN or a WAN such asthe Internet) to a host computer or web server (“service provider servercomputer”) 300. One or more service provider computers 204 are alsoconnected to the service provider server computer 300 via the network400. Persons skilled in the art will recognize that the service providerserver computer 300 may include one or more computers working togetherto provide the controller computer functions described herein.

The system 100 also includes one or more service providers 200 (200-A, .. . , 200-N) each having a communications device 202 (202-1, . . . ,202-N) that is connected to a communications network 110. One or moreservice seekers (users) 104 (104-1, . . . , 104-N) are also included,each having a communications device 104 (104-A, . . . , 104-N) that isconnected to the communications network 110. In accordance with theteachings of the present invention, a user 102 can send a request 106(106-A, . . . , 106-N) via the communications device 104 or serviceseeker computer 120, which is received by the service provider servercomputer 300. As described in further detail below, the service providerserver computer 300 can then automatically connect the user 104 to aselected service provider 200 for a live conversation either via thecommunication devices 102 and 202 or the computers 120 and 204.

The communications network 110 generally refers to any type of wire orwireless link enabling the transmission of voice data such as, but notlimited to, a public switched telephone network, a wirelesscommunications network, a local area network, a wide area network or acombination of networks. The communications devices 104 and 200generally refer to any type of device capable of receiving speech from auser and providing the speech to a destination via a communicationsnetwork, such as the communications network 110. In an embodiment of thepresent invention, the communications network 110 is a public switchedtelephone network and the communications device 104 and 200 aretelephones.

FIG. 2 further illustrates the service provider system 100, includingthe service provider server computer 300, the service seeker computer120 and the service provider computer 204. The service provider servercomputer 300 includes a central processing unit (CPU) 302, a userinterface 304, a communications interface 306, a voice interface 308, aservice provider database 310 and a memory 312. The service providerserver computer 300 can be any type of computing device, such as, butnot limited to, desktop computers, work stations, lap tops and/ormainframe computers. The communications interface 308 is used tocommunicate with users 102 and service providers 200, as well as othersystem resources not shown. The communications interface 308 receives avoice request 106 provided by user 102 through a communications device104, which is provided over the communications network 110. Thecommunications interface 308 provides digitized voice requests to theservice provider server computer 300 for interactive voice recognition,including voice processing, speech recognition and text-to-speechprocessing. The network interface 306 is used to connect a user computer120 to a selected service provider computer 202 for real-timecommunication, such as voice over Internet Protocol (IP), video over-IP,or the like. The memory 312 of the voice portal server computer 300 maybe implemented as RAM (random access memory) or a combination of RAM andnon-volatile memory, such as one or more magnetic disk storage units.The memory can contain any of the following:

-   -   an operating system 314;    -   internet access procedures 316;    -   web server procedures 318;    -   web creation procedures 320;    -   communications interface procedures 322 for receiving the voice        request 106 from the user 102 via the communications interface        308 and connecting the user 102 with a selected service provider        200 for a live conversation via the communications devices 104        and 202;    -   service provider selection procedures 324 for providing the user        102 with a list of fields of service providers provided by the        service provider system 100, as well as lists of service        providers matching a field of service selected by the user 102;    -   database (DB) access procedures 326 for querying the database        310 in order to return records of service providers matching a        field of service selected by the user 102;    -   billing procedures 328 for billing the user 102 following a live        conversation with the service provider 200, as well as        compensating the service provider 200 for the live conversation        and collecting a premium fee for the service provider system        100;    -   provider inclusion procedures 330 for providing an on-line        interface to service providers 200 requesting inclusion in the        service provider database 310 in order to provide live services        via the service provider system 100 to perspective users 102;    -   provider interface procedures 332 for providing both an on-line        interface, as well as a voice interface, allowing service        providers 200 to update information in the service provider        database 310, including times of availability;    -   quality rating procedures 334 for receiving a quality rating for        a service provider 200 following a live conversation with a user        102 based on the user's evaluation of the services provided by        the service provider 200;    -   user interface procedures 336 for providing the user 102 with an        online interface as well as voice interface for providing        listing of fields of service available from the service provider        system 100, as well as receiving various descriptors for        narrowing the search of service providers, including acceptable        price ranges, acceptable quality ratings and specific languages;    -   conversation monitoring procedures 338 for measuring the        duration of the live conversation between the user 102 and the        service provider 200; and    -   network interface procedures 340 for directing the network        interface 306 is used to connect a user computer 120 to a        selected service provider computer 202 for real-time        communication, such as voice over Internet Protocol (IP), video        over-IP, or the like;    -   other procedures and files.

FIG. 2 also illustrates the service seeker computer 120, which includesa CPU 122, a user interface 124, a memory 128 and a communicationsinterface 126. The communications interface 126 is used to communicatewith the service provider server computer 300, as well as other systemresources not shown. Additionally, the service seeker computer mayinclude a microphone as well as a digital video camera for enablingvoice over-IP or video over-IP communication between a user 102 and aselected service provider 200. The memory 128 of the service seekercomputer 120 may be implemented as RAM (random access memory) or acombination of RAM and non-volatile memory, such as one or more magneticdisk storage units. The memory 128 can contain the following:

-   -   an operating system 130;    -   internet access procedures 132;    -   voice/video communication procedures 134 for enabling voice        over-IP or video over-IP communication between a user 102 and a        selected service provider 200; and    -   other procedures and files.

FIG. 2 also illustrates the service provider computer 202, whichincludes a CPU 204, a user interface 206, a memory 210 and acommunications interface 208. The communications interface 208 is usedto communicate with the voice portal server computer 300, as well asother system resources not shown. Additionally, the service provider mayinclude a microphone as well as a digital video camera for enablingvoice over-IP or video over-IP communication between a user 102 and aselected service provider 200. The memory 210 of the service providercomputer 202 may be implemented as RAM (random access memory) or acombination of RAM and non-volatile memory, such as one or more magneticdisk storage units. The memory 210 can contain the following:

-   -   an operating system 212;    -   internet access procedures 214;    -   voice/video communication procedures 216 for enabling voice        over-IP or video over-IP communication between a user 102 and a        selected service provider 200; and    -   as well as other procedures and files.

The embodiment depicted in FIG. 2 includes a service provider database310 containing information about a wide array of service providers 200.In order to present themselves to their potential clients, serviceproviders 200 list themselves in this database 310. In one embodiment,this is done through the use of an Internet web site, via web pages 500and 550, as depicted in FIGS. 3 and 4. The service provider 200registers his/her name and phone number using the web page 550, alongwith a description of the service that he/she offers. Possible examplesof the wide array of fields of service available from the serviceprovider system 100 include, but are not limited to, the fields ofservice depicted in FIG. 3. The description includes key wordsdescribing the field of service. The description also includes a pricefor rendering the service, most commonly, but not restricted to aper-minute price.

The service provider 200 then informs the service provider system 100 ofthe times when he/she is available to receive calls. This can be done bycreating a schedule of suitable times at the web site 500 or by simplyclicking on an “on call”/“off call” switch at the web site 500.Switching service provider 200 availability status can also be donethrough a voice transmission medium such as a telephone. The serviceprovider 200 calls the central phone number, identifies himself/herselfwith a password, then presses the telephone keypad “1” or “2”, forexample, to indicate “on call” or “off call” status, respectively. Oncethe database 310 contains the phone numbers of service providers, emailaddress, network address, descriptions of their services, their prices,and their real-time availability status, the service provider system 100can provide services to users 102 desiring corresponding services.

In one embodiment a telephone is used as part of the delivery mechanismor communications device 104 and 202 of the service provider system 100.A user 102 seeking services dials a central telephone number and thenlistens to a series of options. The seeker indicates which type ofservice he would like to receive by speaking the name of a profession,such as “psychiatrist,” which is processed by the system's voiceinterface 308 using voice interface procedures 322. Alternatively, theuser 102 can listens to a series of professions and press the numericalkeypad to select one. This process continues until the desired field ofservice is selected.

Once the user 102 has indicated a field of service using the serviceprovider selection procedures 324, the service provider system 100searches its database 310 for service providers in that field using theDB access procedures 326. The user 102 can then further narrow down theselection of service providers by speaking keywords, such as“psychiatry—depression.” The user 102 can also indicate a known specificservice provider by speaking the service provider's name or punching inthe service provider's code number into a telephone keypad.

The service provider selection procedures 324 in conjunction with theuser interface procedures 338 allow the user 102 to further narrow thesearch for a service provider 200 by speaking—or pressing into thetelephone keypad—a price, such as “50 cents per minute.” The serviceprovider server computer 300 will then narrow the search in the database310 for service providers 200 that match the price range. The user 102can further narrow the search for a service provider 200 by speaking—orpressing into the telephone keypad—a quality rating, such as “threestars or higher.” The server computer 300 will then narrow the search inthe database 340 for service providers 200 which match the qualityrating range. Finally, the user 102 can further narrow the search for aservice provider by speaking—or pressing into the telephone keypad—thename of a language, such as “Spanish.” The server computer 300 will thennarrow the search in the database 310 for service providers 200 who canspeak this language.

Alternatively, a user 102 may select a service provider using the userinterface screen 600 as depicted in FIG. 5. Once the user 102 hasestablished a connection with the service provider system 100, the usercan query the various fields of service provided by the service providersystem 100. Generally, the user 102 will make a selection based on thecriteria described above for performing voice recognition of a voicerequest received from the user 102.

Once a service provider 200 with the desired characteristics has beenchosen, the service provider system 100 will automatically connect theuser 102 with the selected service provider 200. Since the serviceprovider 200 has informed the service provider system 100 that he/she is“on call” and ready to receive calls, the service provider system 100can reach him/her with a simple phone call via the communicationsinterface 308. Once both the user 102 and provider 200 are on the phoneline 110, the service provider system 100 conferences the two phonecalls together, enabling services to be rendered in a live conversation.The system keeps track of the time spent on the phone call using theconversation monitoring procedures 340. The user 102 is then billedaccordingly, and the funds are transferred to the provider 200 using thebilling procedures 328.

Unfortunately, the system cannot always establish a real-timecommunications connection between the user 102 and the selected serviceprovider 200. Generally, the system will attempt to contact the selectedservice provider via the service provider communications device 202. Thesystem will attempt to contact the selected service provider 200 apredetermined number of times, which is, for example, two attempts. Inthe event that the system fails to establish a connection with theselected service provider 200, the user is presented with the usermessage screen 630, as depicted with reference to FIG. 6.

Using the user message screen 630, the user can record a message for theselected service provider 200. Once the message is completed, the system100 transmits and notifies the selected service provider 200 of thevoice mail message. When the selected service provider reviews the voicemail message, the selected service provider 200 has the option ofestablishing a connection with the user 102 at such time. If the serviceprovider 200 establishes a connection with the user, the serviceprovider will be compensated an amount that is generally deducted from aservice provider when they are unavailable at an indicated time ofavailability.

At the end of the phone call, the system prompts the user 102 to ratethe quality of the received service using the quality rating procedures338. A quality rating of one to five stars, for instance, can be spokeninto the telephone 104 or pressed into the telephone keypad. The serviceprovider system 100 records this rating, and in turn, can store thequality rating in the database 310 and use it as a quality-selectioncriterion the next time a user 102 calls. Procedural methods forimplementing the teachings of the present invention are now described.

Operation

Referring now to FIG. 8, a method 700 is depicted for ensuring that auser 102 request 106 to a service provider system 100 results in a liveconversation between a user 102 and a selected service provider 200, forexample, in the service provider system 100 as depicted in FIGS. 1 and2. At step 710, the service provider server computer 300 receives aselection from the user for a selected service provider 200 storedwithin the service provider database 310. At step 712, the serviceprovider server computer 300 uses, for example, the voice interface 308to connect the user 102 with the selected service provider 200 for alive conversation via the voice transmission mediums 104 and 202. Thecommunication interface procedures 322 handle receipt of the request 106and connection of the user 102 with the selected service provider 200.However, the voice interface procedures 322 may be performed by a humanoperator. Alternatively, the user may select a service provider 200 viathe user interface screen 600, as depicted in FIG. 5, using the networkinterface 306 and network interface procedures 340.

The establishment of the real-time communications connection between theuser 102 and the selected service provider 200, as described in step712, is generally automatically performed by the system 100. In oneembodiment, when the user establishes an internet connection between theuser computer 120 and the service provider server 300, via networkinterface 306, the user 102 may be given the option as to the method forestablishing a connection with the selected service provider 200. Assuch, the service provider server 300 may connect the usertelephonically via communications devices 104 and 202. Alternatively,the user may request a network connection with the selected serviceprovider via user computer 120 and selected service provider computer204, using the network interface procedures 340.

In one embodiment, when the user 102 selects a telephonic connectionwith the selected service provider 200, the service provider servercomputer 300 will place a telephone call to the user 102 via aconnection separate from the internet connection between the user 102and the service provider server computer 300. In addition, the servercomputer 300 will place a telephone call to the selected serviceprovider 200. Once a telephone call between the server computer 300 andthe selected service provider 200 is established, the server computer300 will interface both calls via communications interface 308, suchthat the user 102 and the selected service provider 200 maytelephonically communicate via communications devices 104 and 202.Alternatively, if the user 102 has established a telephonic connectionwith the server computer 300, via the communications device 104, theserver computer 300 will generally connect the user with the selectedservice provider via communications devices 104 and 202, therebyenabling telephonic communication between the user 102 and the selectedservice provider 200.

At step 714, the system 100 determines whether a successful connectionwas established between the user 102 and the selected service provider200. When the system 100 fails to establish a successful connection,step 716 is performed. At step 716. the system allows the user 102 torecord a message for the selected service provider. At step 718, it isdetermined whether the service provider 200 has reviewed the voice mailmessage. Once the service provider 200 reviews the voice mail message,via for example, the voice mail review screen 660 as depicted in FIG. 7,the service provider 200 has the option to establish a connection withthe user 102 at such time.

At step 720, the system 100 automatically connects the selected serviceprovider 200 with the user 102 via a real-time communications link, forexample, the communications devices 104 and 202 when the user clicks the“OK” button (FIG. 7). The failure of the system 100 to establish areal-time communications link between the user 102 and a selectedservice provider 200 will result in a deduction of a predeterminedamount from the selected service provider 200. The system will generallytelephonically contact the user 102 and the service provider 200 viacommunications devices 104 and 202. Alternatively, the user 102 andselected service provider may be connected with and directly communicatevia their computer 120 and 204 using video over-IP or voice over-IP withthe network interface procedures 340.

FIG. 9 depicts additional method steps 730 for adding service providers200 to the service provider system 100. At step 732, the server computer300 receives a request from a service provider 200 of a field of servicerequesting inclusion in the service provider database 310. At step 734,the service provider system 100 determines whether to approve theservice provider 200. Approval of a service provider 200 includes, forexample, adding an additional field of service to the service providersystem 100 for a new service provider 200. At step 736, when the serviceprovider 200 is approved, the server computer 300 generates a record inthe service provider database 310, including provider informationcontained in the voice request 106. Acceptance of the provider 200 andgeneration of provider records in the service provider database 310 isperformed by the server computer 300 using provider inclusion procedures330. The provider information stored in the database 310 can include aservice price, real-time service provider availability, specificexpertise of the service provider, telephone number, network address,e-mail address, languages spoken by the provider and a quality ratingfor the service provider.

FIG. 10 depicts additional method step 740 for billing a user 102 andcompensating a service provider 200 for a live conversation between theprovider 200 and the user 102. At step 742, the server computer 300measures a duration of the live conversation between the user 102 andthe provider 200 using the conversation monitoring procedures 340. Oncethe live conversation is complete, the server computer 300 calculates abilling amount for the user 102 based on the duration of the liveconversation and a time-based price charged by the service provider 200.The billing amount is generated by the server computer 300 using thebilling procedures 328. However, the billing amount may be a flat fee.Otherwise, the server computer 300 continues measuring the duration ofthe live conversation between the user 102 and service provider 200 atstep 742. The time-based price charged by the service provider 200includes, for example, a per minute price, hourly price or a flat fee.

At step 748, the server computer 300 bills the user 102 the billingamount for the live conversation with the provider 200. Generally, users102 of the service provider system 100 will have a billing account setup with the system 100. The service provider system 100 can then eitherdeduct from the user's account or charge the billing amount, forexample, to a credit card submitted by the user 102. At step 750, thevoice portal service provider system 100 compensates the provider 200for the live conversation with the user 102. Finally, at step 752, theserver computer 300 collects a premium fee for the service providersystem 100 as a predetermined percentage of the billing amount, forexample, ten percent.

FIG. 11 depicts additional method step 701 for connecting a user 102 tothe service provider system 100. At step 702, the server computer 300receives a request from a user 102 for connection to the serviceprovider system 100 via, for example, the communications device 104. Thecommunications device 104 is, for example, a telephone. At step 704, theserver computer 300 establishes a connection between the user and thesystem 100 via the communications interface 308. At step 706, the servercomputer 300 provides the user 102 with a list of the wide array offields of service available from the service provider system 100 usingthe user interface procedures 338.

At step 708, the server computer 300 receives a selected field ofservice from the user 102. Finally, at step 709, the server computer 300provides a list of service providers within the selected field ofservice provided by the user. The list generally indicates whether eachindividual service provider is currently available to telephonicallycommunicate with the user at the time when the user is viewing the list.The list generally further indicates individually whether a serviceprovider is currently on a telephone call with another user when theuser is viewing the list. The list also includes a compensation rate foreach listed service provider.

FIG. 12 depicts additional method step 760 for receiving a qualityrating from a user 102 regarding the live conversation with the serviceprovider 200. At step 762, it is determined whether the liveconversation is complete. At step 664, the server computer 300 promptsthe user 102 for a quality of service rating for services rendered bythe service provider 200. At step 766, it is determined whether aquality rating is provided by the user 102. At step 768, the servercomputer 300 records the service rating provided by the user 102 in theservice provider database 310. As described above, the request 106provided by the user 102 can include the category of service providers,a maximum price range for service providers, desired times ofavailability for service providers, specific expertise of the serviceprovider, a language spoken by the service provider and a minimumquality rating for the service provider. These criteria are used by theserver computer 300 and provided to service provider selectionprocedures 324 in order to narrow the list of service providers 200 forthe user 102 to choose from.

Referring now to FIG. 13, FIG. 13 depicts additional method steps 770for ensuring the establishment of a real-time communications connectionbetween the user 102 and the selected service provider 200 in order toguarantee a live conversation therebetween. At step 772, the system 100attempts to connect the user with the selected service provider apredetermined number of times. Generally, the system 100 will repeat theconnection attempt two times before acknowledging the failure of theconnection between the user 102 and the selected service provider. Atstep 774, the system 100 prompts the user 102 to record a message forthe selected service provider, for example, using the user messagescreen 630 as depicted in FIG. 6. When the user has completed the voicemessage at step 776, the system 100 transmits the voice message to theselected service provider.

Application of the Invention

Danielle, a graduate student in economics, happens to be an expert userof Microsoft Excel. To earn extra money while writing her thesis,Danielle decides to post her Excel-help service son the subject website, an Internet based implementation of the invention. She registersat the site and lists herself under “Computer Help” and “Excel” at therate of $1.00 per minute. During the registration process, Danielleprovides her telephone number and a description of her abilities, whichinclude regression models and statistical analysis. Whenever Danielle isat home alone studying for long stretches in the evening, she signs onto the subject web site and changes her state of availability to “OnCall,” or immediately available to receive clients.

Michael is a management consultant building a regression model on Excelfor a large clothing retailer. At midnight in the office, he is havingtrouble analyzing his spreadsheet. Looking to receive help, he dials the1-800 number of the subject system. He is prompted by the system toindicate the area of service he desires. He speaks the words, “ComputerHelp,” which are recognized by the system's voice-recognition software.The system has several thousand computer-help service providers tochoose from, so Michael specifies his needs by speaking the words,“regression models and analysis.” The system has about 50 serviceproviders who are “On Call” to receive customers regarding regressionmodels and analysis. Michael then indicates the price and quality hedesires by speaking the words, “one dollar per minute or less” and “witha three-star quality rating or above.” The system uses these parametersto fine only those service providers who fit within this price andquality range and can presently receive customers regarding regressionmodels and analysis—there are four. The system relays the descriptionsof the four service providers to Michael. He selects Danielle byspeaking the words, “Connect Me.”

Since Michael has not used the subject phone system before, he firstmust enter his credit card number to pay for the call. Once the creditcard number has been confirmed, the system dials Danielle's phonenumber, which it has on file from her registration at the web site. WhenDanielle picks up the phone, the automated voice of the system informsher that there is a client on the line looking for “Computer Help” andwilling to pay her $1.00 price per minute. The system asks her whethershe would like to accept the call. She speaks the word “yes” (or presses“1” on her telephone keypad), and the system conferences the separatephone calls to Danielle and Michael together so that they cancommunicate.

However, for the reasons described above, the system cannot alwaysestablish a real-time communications connection between Michael andDanielle. Generally, the failure of the system to establish a connectionbetween Michael and Danielle results from the unavailability of Danielleduring an unindicated time of unavailability. If the system fails toestablish a connection between Michael and Danielle, Michael will bepresented with a user interface screen and prompted to leave a messagefor Danielle. Once Michael has left the message for Danielle, the voicemail message will be transmitted to Danielle. Once Danielle receives themessage, Danielle is presented with the option of re-establishing areal-time communications connection with Michael via a service providervoice mail review screen. In response to such a request from Danielle,the system will connect Michael and Danielle so that they may proceedwith the live conversation and resolve Michael's technical difficulty.

Michael and Danielle talk until his problem is solved, which takes eightminutes. Michael's credit card is billed for eight dollars. He receivesa confirming message via electronic mail notifying him of this, alongwith a request to evaluate Danielle's service, which he does, pressing“5” on his telephone keypad to award her five stars, which the systemthen averages into her overall quality rating. Danielle's web siteaccount is credited for eight dollars minus a fee collected by the website. Once Danielle's web site account has accumulated a surplus of $25,she receives a check from the web site in the mail. After receiving manypositive reviews from online clients such as Michael, Danielle isinundated with Excel-help requests whenever she goes “On Call,” enablingher to raise her rates to $1.50 per minute.

Alternate Embodiments

The foregoing description, for purposes of explanation, used specificnomenclature to provide a thorough understanding of the invention.However, it will be apparent to one skilled in the art that the specificdetails are not required in order to practice the invention. In otherinstances, well known components and devices are shown in block diagramform in order to avoid unnecessary distraction from the underlyinginvention. Thus, the foregoing descriptions of specific embodiments ofthe present invention are presented for purposes of illustration anddescription. They are not intended to be exhaustive or to limit theinvention to the precise forms disclosed, obviously many modificationsand variations are possible in view of the above teachings. Theembodiments were chosen and described in order to best explain theprinciples of the invention and its practical applications, to therebyenable others skilled in the art to best utilize the invention andvarious embodiments with various modifications as are suited to theparticular use contemplated. It is intended that the scope of theinvention be defined by the following claims and their equivalents.

Further, the method and system described hereinabove is amenable forexecution on various types of executable mediums other than a memorydevice such as a random access memory. Other types of executable mediumscan be used, such as but not limited to, a computer readable storagemedium which can be any memory device, compact disc, or floppy disk.

Although the present invention has been described with reference to aservice provider system, it is not limited to providing services overthe telephone or between computers. The present invention can be usedfor other electronic commerce purposes, other commodities, other typesof provider, and other types of services not explicitly listed. Inaddition, communications mediums within the contemplation of the presentinvention include systems for wireless communications or any networkcapable of transmitting voice data or video data for providing a liveconversation over the computer. Moreover, performance, by a humanoperator, of the interactive voice recognition procedures of the presentinvention is within the contemplation of the present invention.

Advantages of the invention include providing users with the capabilityto engage in a live conversation with a selected service provider via atelephone. Contrary to prior systems, requiring an internet connectionand browser to receive such services, the equivalent is now provided bya simple voice transmission medium such as the telephone. As a result,virtually anyone can benefit from the capabilities provided by thepresent invention. The system also allows providers of a field ofservice to be compensated for supplying their expertise to a user. Inaddition, the system ensures a real-time communications connectionbetween a service seeker and a selected service provider once theservice provider becomes available following an initial unavailability.

Having disclosed exemplary embodiments and the best mode, modificationsand variations may be made to the disclosed embodiments while remainingwithin the scope of the invention as defined by the following claims.

1. A method, comprising: presenting to a user over a voice transmissionnetwork a verbal list of service providers available to provide voicecommunications in real time, the verbal list indicating that eachservice provider presented in the verbal list is currently available toprovide voice communications in real time with the user via a live voicetransmission connection; responsive to the user selecting a serviceprovider from the verbal list, initiating a first connection attempt bythe voice transmission network system for real time voice communicationsbetween the user and the service provider; in response to a failure toestablish real time voice communications between the user and theservice provider through the first connection attempt due tounavailability of the service provider, enabling the user to record avoice message on the voice transmission network system, for the serviceprovider; and responsive to the service provider reviewing the voicemessage recorded on the voice transmission network system, connectingthe service provider to initiate a second connection attempt for realtime voice communications between the service provider and the user,wherein the voice transmission network system does not disclose contactinformation of the user to the service provider.
 2. The method of claim1, further comprising: collecting a premium fee for a connection betweenthe user and the service provider established through the secondconnection attempt.
 3. The method of claim 2, wherein the premium fee isbased on a duration of real time communications through the secondconnection attempt and a price specified by the service provider.
 4. Themethod of claim 1, wherein the second connection attempt comprises anattempt for a telephonic connection between the user and the serviceprovider.
 5. The method of claim 1, further comprising: presenting thevoice message to the service provider with an option to call back theuser for the second connection attempt; wherein the second connectionattempt is initiated in response to the service provider selecting theoption.
 6. The method of claim 1, further comprising: notifying theservice provider of the voice message via a web based interface.
 7. Themethod of claim 1, further comprising: establishing a telephonicconnection between the user and the voice transmission network system;wherein the verbal list of service providers is provided over thetelephonic connection between the user and the voice transmissionnetwork system.
 8. The method of claim 7, further comprising: receivinga user selection of a field of service over the telephonic connectionbetween the user and the voice transmission network system; andselecting the verbal list of service providers based on the userselection of the field of service and based on inputs received from theservice providers, the inputs indicating real time availability of theservice providers for telephonic communications.
 9. The method of claim1, wherein the failure comprises failing by the voice transmissionnetwork system to get through to the service provider after apredetermined number of attempts.
 10. A tangible machine readablestorage medium, storing instructions, which instructions, when executedby a voice transmission system computing device, cause the voicetransmission system computing device to execute a method, the methodcomprising: presenting to a user through the voice transmission networka verbal list of service providers available to provide voicecommunications in real time, the verbal list indicating that eachservice provider presented in the verbal list is currently available toprovide voice communications in real time with the user via a live voicetransmission connection; responsive to the user selecting a serviceprovider from the verbal list, initiating a first connection attempt bythe voice transmission network system for real time voice communicationsbetween the user and the service provider; in response to a failure toestablish real time communications between the user and the serviceprovider through the first connection attempt, allowing the user torecord a voice message on the voice transmission system; presenting thevoice message to the service provider with an option to connect theservice provider to the user; establishing real time voicecommunications between the user and the service provider through asecond connection attempt over the voice transmission system in responseto a selection of the option, wherein the voice transmission system doesnot disclose contact information of the user to the service provider;billing the user for a connection established through the secondconnection attempt; and compensating the service provider for serviceprovided by the service provider during a second connection.
 11. Thestorage medium of claim 10, wherein billing the user and compensatingthe verbal service provider are according to a price specified by theservice provider.
 12. The storage medium of claim 11, wherein billingthe user and compensating the verbal service provider are furtheraccording to a duration of real time communications through the secondconnection.
 13. The storage medium of claim 10, wherein billing the userand compensating the service provider are for a service rendered by theservice provider through the second connection.
 14. The storage mediumof claim 10, wherein the second connection comprises a telephonicconnection.
 15. A communication system, comprising: a first unit of avoice transmission system configured to present to a user a verbal listof service providers available to provide voice communications in realtime, the verbal list indicating that each service provider presented inthe verbal list is currently available to provide voice communicationsin real time with the user; a second unit of the voice transmissionsystem configured to initiate a first connection attempt for real timecommunications between the user and a service provider, responsive tothe user selecting the service provider from the verbal list; and athird unit of the voice transmission system configured to record a voicemessage from the user for the service provider, in response to a failureto establish real time communications between the user and the serviceprovider through the first connection attempt due to unavailability ofthe service provider, the second unit configured to initiate a secondconnection attempt for real time communications between the serviceprovider and the user, in response to the service provider reviewing thevoice message, wherein contact information of the user is not disclosedto the service provider.
 16. The system of claim 15, further comprising:a fourth unit of the voice transmission system configured to notify theservice provider of the voice message via a web based interface.
 17. Thesystem of claim 15, wherein the list of service providers is providedover a telephonic connection between the user and the voice transmissionsystem.
 18. The system of claim 15, wherein the failure comprisesfailing by the voice transmission system to get through to the serviceprovider after a predetermined number of attempts.